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    Platinum Member, Bronze Behavior

    , | MN, USA | Crazy Requests, Extra Stupid, Food & Drink

    (I work at a concession stand/food court inside a casino. At this casino, we have player cards with different levels depending on the amount of money a customer spends. A regular with the highest level (platinum) card comes at least twice a week to the Asian stand. Every time we see her the conversation is the same.)

    Customer: *very rudely* “I want a chicken fried rice, no carrots or peas, no egg, no bean sprouts, no oil, no salt, with broccoli fried extra soft, to go.”

    (She orders this exact thing every time.)

    Me: “All right, ma’am. That will be [total]. Thank you, and do you have your card for discount?”

    (I swipe her player card for a discount, she pays cash, and then waits for her order. Her order comes up fresh from the wok, and I check the order EXTREMELY well to make sure that everything is in order. The customer is waiting at the counter tapping her foot impatiently. I give her the box and wish her a good day. 10 minutes pass before she comes back, red faced and angry. She’s maybe taken one bite from her food.)

    Customer: “This isn’t what I ordered! I ordered a chicken fried rice, no carrots or peas, no egg, no bean sprouts, no oil, no salt, with broccoli fried EXTRA soft, to go! I want to speak with [Manager] immediately!”

    (The order WAS exactly how she ordered it. That’s why we always check the order for her.)

    Me: “I’m so sorry, ma’am. Let me grab [Manager] and we’ll make you a new one right away!”

    Customer: *smiling smugly* “Thank you, sweetie.”

    (The manager comes out and has a quiet discussion with the upset platinum customer.)

    Customer: “My food was old, and cold, and you put things in the rice that I didn’t order. Everything was just wrong!”

    Manager: “Perhaps you would care to fill out a comment card, and I will take care of the issue.”

    (Meanwhile, I am in the back talking with our chef about the customer. Our chef is obviously a little upset that the customer can do this so consistently because she’s a platinum member, so we cannot turn away her service. We agree that nothing is wrong with the food and throw it in the microwave to warm it up. I go back out and hand the food to the customer, who is handing the comment card to my manager.)

    Me: “I’m so, so sorry that happened. Here. Look it over to make sure it’s right this time.”

    (She looks it over and nods.)

    Customer: *still smug* “This is exactly how I wanted it, honey. Thank you for making another one!”

    (My manager waits a few moments to make sure the customer is well on her way before throwing the comment card in the trash.)

    Manager: “She comes in here every week and does that!”